SWC Technology Partners

  • IT Quality and Compliance Specialist

    Job Location US-IL-Oak Brook
    Status
    Exempt
    Type
    Regular Full-Time
  • Overview

    SWC Technology Partners is searching for a full time IT Quality and Compliance Specialist to support our Managed Services team.  This individual will be responsible for assisting with the successful delivery of IT Services to include quality checks, auditing of Service Level agreements (SLA) and Quality of Service (QoS) reporting.

     

    A successful candidate for this position will be responsible for reviewing tickets, administrative data, governance metrics and operational outputs to ensure best possible Quality of Service. This person will report on SLA attainment against defined goals to ensure requirements are met or exceeded.  Furthermore, provide follow up and status reporting of findings, communicate effectively while quickly identifying and resolving delivery issues. 

    Responsibilities

    • Work with team to develop, document and publish quality procedures and standards across the practice (aligned to defined metrics)
    • Monitor and analyze team adherence to, and performance of, defined practice, team, and individual KPIs and SLAs
    • Test and audit the functionality of processes, procedures, ticketing, and reporting standards
    • Assure the consistent quality of service delivery by assisting with the monitoring and enforcement of processes and procedures
    • Responsible for management of frameworks, dashboards and data integrity in support of Service Level Agreements and Quality of Service reporting
    • Create and maintain required operational documentation and IT services communications to ensure tickets meet SWC standards and procedures
    • Follow ITIL processes and standards, must be willing to become ITIL Certified
    • Develop and maintain a catalog of structured reporting and KPIs
    • Learn technology to develop custom reports in PowerPivot, BI ETL & PowerBI

    Qualifications

    • Bachelor’s degree in Computer Science or related field from an accredited university
    • Seeking 2-5 years of experience in Information Technology (IT) services, IT quality management, managed services group (MSG) or services support
    • Prior experience analyzing or developing customized reports is required
    • Excellent customer service, organizational and time-management skills
    • Excellent communication skills both verbal and written required
    • Ability to appropriately interact and maintain composure with all levels of an organization
    • Excels at operating in a fast paced, dynamic, pressure filled environment
    • Experience with invoicing and reporting is a plus
    • Six Sigma and ITIL Certification a plus
    • Must have legal authorization to work in the U.S. for any employer

     

    Perks of working at SWC:

    • Bragging rights – Check out our Awards!
    • 401K match
    • Career development – formal mentorship programs with assigned career advocate to assist with your training and growth
    • Comprehensive health and dental plans starting on Day One
    • SWC pays for technical certifications
    • Generous PTO and flex time schedule
    • Free onsite gym, quarterly massages, yoga classes and fun group competitions and outings! 

    SWC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, gender transition, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

     

    Keywords:  PowerPivot, BI ETL, PowerBI, SQL, SSRS, Quality, QOS, Ticket Administration, Coordinate, Multi-task, Liaison, Customer Service, Excel, Word, Microsoft Suite, Organizational, Administrative, Communication Skills, Ticket Management, SLA, ITIL, Six Sigma, Autotask Live Reports, Autotask Dashboards